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Arc Pro Release Notes Version 6.3.0
Arc Pro
Release Notes Version 6.3.0
AP-RN-630-04/18
Terms of use
Any software (“Software”) that is made available by Enghouse Interactive Inc. (“Enghouse”), together with any User Documentation (“User
Documentation”) is the copyrighted work of Enghouse. Use of the Software is governed by the terms of a Master Purchase Agreement, End User License Agreement, or similar software license agreement (“License Agreement”). End users are not legally authorized to install any Software that is accompanied
by or includes a License Agreement unless he or she first agrees to the License Agreement terms.
The Software is made available for installation solely for use by users according to the License Agreement. Any reproduction or redistribution of the
Software not in accordance with the License Agreement is expressly prohibited by law and may result in severe civil and criminal penalties. Violators will
be prosecuted to the maximum extent possible.
WITHOUT LIMITING THE FOREGOING, COPYING OR REPRODUCTION OF THE SOFTWARE TO ANY OTHER SERVER OR LOCATION FOR FURTHER
REPRODUCTION OR REDISTRIBUTION IS EXPRESSLY PROHIBITED, UNLESS SUCH REPRODUCTION OR REDISTRIBUTION IS EXPRESSLY PERMITTED BY
THE LICENSE AGREEMENT ACCOMPANYING SUCH SOFTWARE.
THE SOFTWARE IS WARRANTED, IF AT ALL, ONLY ACCORDING TO THE TERMS OF THE LICENSE AGREEMENT. ENGHOUSE HEREBY DISCLAIMS ALL OTHER NON-EXPRESS WARRANTIES AND CONDITIONS WITH REGARD TO THE SOFTWARE, INCLUDING ALL IMPLIED WARRANTIES AND CONDITIONS OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.
Enghouse grants a nonexclusive license to customer for use of the User Documentation. The User Documentation contains copyrighted and other
proprietary materials. By accepting the User Documentation, recipients agree that they will not transmit, reproduce, or make available to any external third-party this User Documentation or any information contained herein. Copying, reverse-engineering, or reselling any part of the Software or User
Documentation is strictly prohibited.
The information contained in the User Documentation furnished by Enghouse is based on the most accurate information available at the time of printing.
No representation or warranty is made by Enghouse as to the accuracy or completeness of such information or any ongoing obligation to update such
information. Enghouse reserves the right to change the information contained in this document without notice.
Registered trademarks
Syntellect®, Voiyager®, Continuum ®, MediaVoice®, Apropos®, Envox®, Envox® Activecall, Envox CT ADE®, Envox CT Connect®, Dynamic
Application Discovery®, Interaction Vault® CT Impact®, SmartDialer®, SmartVoice®, SmartCollect®, SmartSupport®, Zeacom®
Enghouse Global End User License Agreement (EULA)
THIS END USER LICENSE AGREEMENT (“AGREEMENT”) GOVERNS THE USE OF PROPRIETARY SOFTWARE AND THIRD PARTY PROPRIETARY SOFTWARE
LICENSED THROUGH ENGHOUSE. READ THIS AGREEMENT CAREFULLY, IN ITS ENTIRETY, BEFORE INSTALLING, DOWNLOADING OR USING THE
SOFTWARE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING SO (HEREINAFTER INTERCHANGEABLY REFERRED TO AS “YOU”, “YOUR” OR “CUSTOMER”), AGREE TO THIS
AGREEMENT AND CREATE A BINDING CONTRACT BETWEEN YOU AND ENGHOUSE INTERACTIVE, INC. OR THE APPLICABLE ENGHOUSE AFFILIATE
THROUGH WHICH THE SOFTWARE WAS DISTRIBUTED TO YOU (“ENGHOUSE”). IF YOU ARE ACCEPTING THIS AGREEMENT ON BEHALF OF A COMPANY OR
OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE SOFTWARE LICENSE TERMS. IF YOU DO NOT HAVE SUCH AUTHORITY OR DO NOT WISH TO BE BOUND BY THESE SOFTWARE LICENSE TERMS, SELECT THE “DECLINE” BUTTON AT THE END OF THIS
AGREEMENT AND/OR RETURN THE SOFTWARE TO ENGHOUSE IMMEDIATELY UPON REJECTION, WITHOUT INSTALLING, COPYING, OR USING THE
SOFTWARE FOR A REFUND THEREOF. A REFUND MAY ONLY BE GIVEN WITHIN 30 DAYS FOLLOWING DELIVERY OF THE SOFTWARE. YOUR USE OF THE
SOFTWARE, EVEN IF OBTAINED IN CONTRAVENTION OF THIS LICENSE AGREEMENT OR OBTAINED OTHERWISE THAN THROUGH ENGHOUSE OR AN
ENGHOUSE RESELLER, INDICATES YOUR AGREEMENT TO ALL OF THESE TERMS.
1. DEFINITIONS
“Affiliate” – means any entity that is, directly or indirectly, controlling, controlled by, or under common control with Enghouse Interactive, Inc. or
is a subsidiary of Enghouse Systems Limited. For the purposes of this definition, “control” means the power to direct the management and policies
of such party, directly or indirectly, whether through ownership of voting securities, by contract or otherwise, and the terms “controlling” and
“controlled” have meanings correlative to the foregoing.
“Enghouse Reseller” – a reseller, distributor, direct partner, service provider or other partner authorized by Enghouse to provide Software to end
users in applicable territory.
“Software” – shall mean the collective reference to Enghouse’s proprietary software and any third party proprietary software which Enghouse or Enghouse Reseller may distribute to Customer on the basis of resell or other transfer. Such Software includes any product documentation and any
upgrades, updates, new releases or other modification thereto made generally available by Enghouse in its discretion from time to time. Software
shall not include custom development.
2. SCOPE
This Agreement is applicable to anyone, who installs, downloads, and/or uses Software, obtained from Enghouse or an Enghouse Reseller. Customer
is not authorized to use the Software if the Software was obtained from anyone other than Enghouse or an Enghouse Reseller authorized to
distribute the Software.
3. SOFTWARE LICENSE TERMS AND CONDITIONS
3.1 Rights Granted to Customer: The rights granted to Customer shall be subject to Customer’s compliance with the terms of this Agreement including, without limitation payment for the Software. If Customer has purchased the Software, Enghouse grants to Customer a non-
exclusive, non-transferable license (on a perpetual or subscription basis depending on purchase) to install, use and execute the Software in
object code form on a per-license basis at the location specified (“Software License”). The location of the Software use may be changed by
Customer from time to time with written notice to Enghouse. Software License is limited to the site(s), number of seats, concurrent users, agents, servers, ports, devices, managed applications, and/or copies as applicable to the Software obtained, not to exceed the number of
licenses set forth on applicable orders. The Software License shall become effective upon delivery of the Software and shall remain in force
unless terminated due to expiration or breach of these license grant terms or confidentiality. This right does not include permission to grant
sub-licenses or otherwise transfer such rights. Customer may make copies of the Software for archival purposes only, provided that it retains or affixes the equivalent of Enghouse’s proprietary legend and copyrights to the copy. Additionally, the Customer may make several copies of
the system documentation, excluding training manuals and materials, provided that they are for internal use only. Customer may not reverse
engineer, disassemble or otherwise translate the Software License provided pursuant to this Agreement. Enghouse, or any third party that
owns the Software License, retains exclusive title to and all rights to the Software. The Customer acknowledges that the Software and
documentation are the property of Enghouse and that the only right that the Customer obtains to the Software is the right of use in
accordance with the terms of this Agreement.
Arc Pro Release Notes - AP-RN-630 3
3.2 Governmental Use: All Software Licenses and documentation furnished pursuant to this Agreement were developed at private expense and
are provided with RESTRICTED RIGHTS. Any use, duplication or disclosure by or for any governmental agency of the United States Government or any other jurisdiction shall be subject to the restricted rights applicable to commercial computer software including under FAR
Clauses 12.211, 12.212, 52.227-19 or DFARS 227.7202, 252.227-7013 as applicable or any successor provision or any other legal provisions
respective of restricted rights for commercial software. Consistent with the above, all Software and third party software as well as commercial
computer documentation are licensed to governmental end users only as commercial items and only with those rights as are granted to all other end users under the terms and conditions set forth in this Agreement. Customer may not use or export the Software, third party
licensed software, or documentation except as authorized by law and under this Agreement. In particular, but without limitation, the Software
may not be exported to any U.S. embargoed country.
3.3 Software Title: No title to or ownership of the Software or any of its parts, the information it contains or in any applicable rights therein, such as patents, copyrights and trade secrets, is transferred to Customer. Any reference to “sale”, “purchase” or “subscription” of the
Software shall be deemed to mean, “License on the terms contained in this Agreement.” Enghouse considers the information contained in the
Enghouse Software owned or created by Enghouse to be trade secrets of Enghouse and any third-party software licenses which Enghouse
may resell to Customer to be trade secrets of such third-party licensor. Customer agrees to treat Software as Confidential Information and shall use the same degree of care used by Customer to protect its own Confidential Information. Except as set forth herein, or as may be
permitted in writing by Enghouse, Customer will not provide, transmit or otherwise make available, the Software or any part or copy thereof
to any third party, reverse engineer, reverse compile or reverse assemble the Software in whole or in part, or attempt to derive the source
code, modify, adapt, translate, or create derivative works of the Software or any updates or any part thereof. Notwithstanding the previous
sentence, Customer may configure Software to meet Customer’s needs and user preferences.
3.4 Restrictions: Customer may not publish, display, disclose, sell, rent, lease, loan, or distribute the Software, or any part thereof. Customer
may not assign, sublicense, convey or otherwise transfer, pledge as security or otherwise encumber the rights and licenses granted hereunder
with respect to the Software. Customer may not market, co-brand, private label or otherwise permit third parties to link to the Software, or
any part thereof. Customer may not use the Software, or any part thereof, in the operation of a service bureau or for the benefit of any other
person or entity. Customer may not cause, assist or permit any third party to do any of the foregoing.
3.5 Third Party Software: Some third party software (including some imbedded software) are exclusively licensed pursuant to express end user
license terms made available at http://www.enghouse.com/legal/agreements.html (“Third Party EULA”). To the extent applicable, Customer
agrees to be bound by these end-user terms respective of the applicable Third Party EULA provisions. Third party software licenses provided to Customer which are not expressly provided for in the Third Party EULA provisions are provided to Customer pursuant to the terms of this
agreement including without limitation this Section 3. All third party software are restricted for use solely in conjunction with the particular
Software intended by Licensor to be used therewith or with which Enghouse provides the third party software, and may not be used with any
other products, or on a stand-alone basis.
4. WARRANTIES
4.1 Limited Warranty: Enghouse warrants, for a period of thirty (30) days from date of delivery, that the Software will substantially conform to
the published specifications prevailing at the time of purchase or delivery. Enghouse’s sole obligation and liability hereunder will be to use
reasonable efforts to remedy any such non-conformance which is reported to Enghouse in writing within the warranty period. The exclusive
remedy for any breach of the foregoing warranties is for Enghouse to repair, modify, replace or re-perform (as applicable). Notwithstanding
the foregoing, if longer warranty periods are mandated under applicable law those periods shall apply for that location only.
4.2 Disclaimer of Warranty: EXCEPT AS OTHERWISE SPECIFICALLY PROVIDED IN THIS SECTION 4, SOFTWARE IS PROVIDED BY ENGHOUSE
AND ACCEPTED BY THE CUSTOMER “AS IS” AND ENGHOUSE GIVES TO THE CUSTOMER NO OTHER REPRESENTATION OR WARRANTY OF ANY
KIND, EXPRESS OR IMPLIED, WITH RESPECT TO SOFTWARE OR THE PERFORMANCE OR RESULTS OF USE THEREOF. WITHOUT LIMITING THE FOREGOING, ENGHOUSE DOES NOT WARRANT THAT THE SOFTWARE OR THE OPERATION THEREOF IS OR WILL BE ERROR-FREE OR
UNINTERRUPTED OR MEETS OR WILL MEET THE CUSTOMER’S REQUIREMENTS, AND ENGHOUSE GIVES NO IMPLIED WARRANTY OF ANY
KIND, INCLUDING, WITHOUT LIMITATION, WITH REGARD TO MERCHANTABILITY, NONINFRINGEMENT OR FITNESS FOR ANY PARTICULAR
PURPOSE AND WHETHER ARISING BY USAGE OF TRADE, COURSE OF DEALING OR COURSE OF PERFORMANCE. ENGHOUSE DOES NOT MAKE ANY WARRANTIES OR REPRESENTATIONS TO THE ADEQUACY OR SUFFICIENCY IN COMPLYING WITH THE
TELEPHONE CONSUMER PROTECTION ACT (“TCPA”), ANY DECISIONS, DIRECTIONS OR GUIDANCE GIVEN BY OFCOM OR ANY
COMMUNICATIONS REGULATORY AUTHORITY IN ANY OTHER APPLICABLE JURISDICTION. THE CUSTOMER ACKNOWLEDGES THAT IT IS
CUSTOMER’S EXCLUSIVE LIABILITY TO COMPLY WITH ANY REGULATORY AUTHORITY AND ALL APPLICABLE COMMUNICATIONS LAWS
INCLUDING OUTBOUND COMMUNICATIONS AND DO-NOT-CONTACT OBLIGATIONS. IF CUSTOMER PURCHASES OUTBOUND DIALLER SOFTWARE OR SERVICES, THE PARTIES ACKNOWLEDGE THAT CELL PHONE DATA CONSTANTLY CHANGES AND AS A RESULT MAY NOT BE
ERROR FREE.
5. MAINTENANCE AND SUPPORT
Enghouse has no obligation under this Agreement to provide maintenance/support for the Software. Any maintenance/support purchased for the
Software is subject to Enghouse’s then-current maintenance/support policies.
6. LIMITATION OF LIABILITY
6.1 IN NO EVENT SHALL ENGHOUSE BE LIABLE FOR ANY DAMAGES RESULTING FROM LOSS OF USE, DATA, PROFIT OR BUSINESS OR FOR ANY
PUNITIVE, EXEMPLARY, SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, WHETHER ARISING IN CONTRACT, TORT OR OTHER LEGAL THEORY. ENGHOUSE AND THIRD PARTY SOFTWARE SUPPLIERS’ LIABILITY FOR DAMAGES FOR ANY CAUSE WHATSOEVER,
AND REGARDLESS OF THE FORM OF ACTION, SHALL BE LIMITED TO THE LESSER OF THE PURCHASE PRICE PAID BY THE CUSTOMER FOR
THE PRODUCTS OR SERVICES UNDER THE SPECIFIC ORDER RELATING TO THE CLAIM IN THE PRIOR TWELVE (12) MONTH PERIOD OR ANY
OTHER LIMITATION PROVIDED IN ANY SPECIFIC THIRD PARTY EULA AVAILABLE AT
HTTP://WWW.ENGHOUSE.COM/LEGAL/AGREEMENTS.HTML. ENGHOUSE SHALL HAVE NO LIABILITY FOR ANY CUSTOM APPLICATION PROGRAMS. NO ACTION ARISING OUT OF OR IN CONNECTION WITH THIS AGREEMENT OR ANY TRANSACTION HEREUNDER MAY BE
BROUGHT BY EITHER PARTY MORE THAN TWELVE (12) MONTHS AFTER THE CAUSE OF ACTION HAS ARISEN, EXCEPT FOR AN ACTION FOR
NON-PAYMENT.
7. CONFIDENTIAL INFORMATION
Each party acknowledges that, in the course of performing its duties under this Agreement, it may obtain information relating to the other party,
which is of a confidential and proprietary nature (“Confidential Information”). Such Confidential Information may include, but is not limited to, this
Agreement, pricing and proposals, computer software, trade secrets, know-how, inventions, techniques, processes, programs, schematics, data,
customer lists, financial information and sales and marketing plans. Each party shall at all times maintain in the strictest confidence and trust all such Confidential Information, which shall not be less than those measures employed by each party in protecting its own Confidential Information of
equivalent value. Customer and its employees agree not to disclose such information to any third party.
The commitments set forth above shall not apply to any Confidential Information which:
A. is now generally known or available or which hereafter through no act or failure on the part of the receiving party becomes generally
known or available;
B. is legally known to the receiving party at the time of receiving such information;
C. is hereafter furnished to the receiving party by a third party without restriction on disclosure, where such third party legally obtained
such information and the right to disclose it to the receiving party; or
D. is independently developed by the receiving party without violation of any legal rights which the disclosing party may have in such
information.
Arc Pro Release Notes - AP-RN-630 4
Both parties agree that all Confidential Information disclosed hereunder shall remain the property of the disclosing party and may only be copied or
reproduced as expressly permitted herein. Upon expiration or termination of this Agreement, the receiving party shall return all Confidential Information to the disclosing party along with all copies and portions thereof, or certify in writing that all such Confidential Information has been
destroyed. No license, express or implied, in the Confidential Information is granted other than to use the Confidential Information in the manner
and to the extent authorized by this Agreement. All Confidential Information disclosed hereunder is provided by the disclosing party without
representation or warranty of any kind.
Where the parties have entered into a separate, confidential non-disclosure agreement (“NDA”) and the terms of the NDA are inconsistent with the
terms contained herein, the terms of the NDA shall take precedence.
8. JURISDICTION
A. If the Software is going to be used in the United States, South and Central America, or the Caribbean, the Agreement is controlled by and construed under the laws of the State of Arizona, United States of America, notwithstanding any conflicts of law provisions; and the state and
federal courts of Arizona shall have exclusive jurisdiction over any claim arising under the Agreement.
B. If the Software is going to be used in Canada, unless expressly prohibited by local law, the Agreement are controlled by and construed under
the laws of the Province of Ontario, Canada, notwithstanding any conflicts of law provisions; and the courts of the Province of Ontario shall
have exclusive jurisdiction over any claim arising under the Agreement.
C. If the Software is going to be used in Europe, the Middle East, Africa, Asia or Oceania (excluding Australia and New Zealand), unless expressly
prohibited by local law, the Agreement is controlled by and construed under the laws of England and Wales, notwithstanding any conflicts of
law provisions; and the English courts shall have exclusive jurisdiction over any claim arising under the Agreement or Warranties. In addition,
if the Agreement is controlled by the laws of England and Wales, no person who is not a party to the Agreement shall be entitled to enforce or
take the benefit of any of its terms under the Contracts (Rights of Third Parties) Act 1999.
D. If the Software is to be used in Australia, unless expressly prohibited by local law, the Agreement is controlled by and construed under the
laws of the State of New South Wales, Australia, notwithstanding any conflicts of law provisions; and the State and federal courts of New
South Wales shall have exclusive jurisdiction over any claim arising under the Agreement.
E. If the Software is to be used in New Zealand, unless expressly prohibited by local law, the Agreement is controlled by and construed under
the laws of New Zealand, notwithstanding any conflicts of law provisions; and the courts of New Zealand shall have exclusive jurisdiction over
any claim arising under the Agreement.
F. If the Software is to be used in any other country, unless expressly prohibited by local law, the Agreement and Warranties are controlled by and construed under the laws of the State of Arizona, United States of America, notwithstanding any conflicts of law provisions; and the state
and federal courts of Arizona shall have exclusive jurisdiction over any claim arising under the Agreement.
9. GENERAL
9.1 Assignment: The interests of Customer in this Agreement are personal and shall not be assigned, transferred, shared or divided in any
manner by Customer without the prior written consent of Enghouse. Enghouse shall be entitled to assign this Agreement and the rights
granted hereunder to any affiliate, subsidiary or successor in interest to Enghouse’s business.
9.2 Injunctive Relief: Customer acknowledges that remedies at law may be inadequate to provide Enghouse with full compensation in the event
of Customer’s material breach of any: (i) license grant hereunder, (ii) confidentiality and nondisclosure obligations herein, or (iii) intellectual
property rights of Enghouse, and that Enghouse shall therefore be entitled, without bond or other security obligation, to seek injunctive relief
in the event of any such material breach.
9.3 Verification: At the request of Enghouse, Customer shall furnish Enghouse with a signed statement that the Software is being used pursuant
to the terms and conditions of this Agreement. If Enghouse has reason to believe that the Software is not being used in accordance with the
terms and conditions of this Agreement, Customer shall permit Enghouse to review your relevant records and inspect your facilities to verify compliance with this Agreement. Enghouse will conduct such inspection during normal business hours in a manner that does not unreasonably
interfere with your business operations. In the event such inspection results in fees due to Enghouse, Customer shall immediately pay those
fees to Enghouse, and any reasonable inspection costs.
9.4 Exports: This Agreement is expressly made subject to applicable laws, regulations, orders or other restrictions on the export of the Software or information about such Software which may be imposed from time to time. Customer shall not export the Software, documentation or
information about the Software and documentation without complying with such laws, regulations orders or other restrictions. Customer
agrees to indemnify Supplier and its licensors against all claims, losses, damages, liabilities, costs and expenses, including reasonable legal
fees, to the extent such claims arise out of any breach of this section.
9.5 Severability: If any provision of this Agreement is determined to be void or unenforceable, in whole or in part, it shall be severable from all other provisions hereof and shall not be deemed to affect or impair the validity of any other provisions, and each such provision is deemed to
be separate and distinct.
9.6 Termination: This Agreement is effective until it is terminated. Customer may terminate this Agreement at any time by destroying or
returning all copies of the Software and documentation in your possession or under your control. Upon termination, Customer agrees to destroy or return all copies of the Software and documentation and to certify in writing that all known copies, including archived copies, have
been destroyed. All provisions relating to confidentiality, proprietary rights and limitation of liability shall survive the termination of this
Agreement.
9.7 Full Agreement: This Agreement supersedes any and all agreements, either oral or written, between the parties hereto with respect to Enghouse licensing the Software to Customer and contains all the covenants and agreements between the parties with respect to the licensing
of such Software. Each party to this Agreement acknowledges that no representations, inducements, promises or agreements, orally or
otherwise, have been made by any party, or anyone acting on behalf of any party, that are not embodied herein, and that no other
agreement, statement or promise not contained in this Agreement shall be valid or binding.
Arc Pro Release Notes - AP-RN-630 5
Contents
About this document ............................................................................................................. 6
Audience ........................................................................................................................... 6 Contents ........................................................................................................................... 6 Reference materials ............................................................................................................ 7 Document conventions ........................................................................................................ 7
Text format .................................................................................................................. 7 Notes and cautions ....................................................................................................... 7
Contact information ............................................................................................................ 7
1: New features .................................................................................................................... 8
Security updates ................................................................................................................ 8 BLF enhancements ............................................................................................................. 8 Ability to turn BLF on/off per user basis ................................................................................. 8 New Presence Engine .......................................................................................................... 8 Data retention on reporting data .......................................................................................... 9 Credential policy................................................................................................................. 9 Syslog integration .............................................................................................................. 9
2: Limitations ...................................................................................................................... 10
3: Permanently removed ..................................................................................................... 11
4: Supportability and interoperability updates .................................................................... 12
5: Useful links ..................................................................................................................... 13
6: Upgrades ........................................................................................................................ 14
7: Localization support ........................................................................................................ 15
8: Build table....................................................................................................................... 16
9: Resolved issues .............................................................................................................. 18
10: Open issues .................................................................................................................. 21
Arc Pro Release Notes - AP-RN-630 6
About this document
This chapter contains the following information:
Audience
Contents
Reference materials
Document conventions
Contact information
Audience This document is for users of Arc Pro. If you are using the latest version of the software,
consult with this document to find out what new features have been introduced, as well as changes in support, localization and build.
Contents This document contains the following sections:
About this document explains who should use this document, what is new in this release, and where to find additional resources and support. It also explains the conventions used in this document.
1: New features lists all of the features that are new to Arc Pro 6.3.0 and their benefits.
2: Limitations lists the features that are capable of support for only one Cisco UCM cluster in this version.
3: Permanently removed explains which items have been permanently removed from version 6.3.0.
4: Supportability and interoperability updates lists the latest updates with regards to supportability and interoperability.
5: Useful links offers links that could be useful to Arc Pro software users.
6: Upgrades lists the available upgrade paths.
7: Localization support lists the languages supported by Arc Pro 6.3.0.
8: Build table outlines the product components and the respective file and version numbers.
9: Resolved issues outlines fixes that have been resolved for the 6.3.0 release.
10: Open issues outlines issues that are yet to be resolved.
About this document
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Reference materials This document should be read in conjunction with the information and procedures in the following documents or Help:
Arc Pro Design Guide
Arc Pro Compatibility and Performance Guide
Document conventions This document uses the following text formats and notation conventions.
Text format
Bold text indicates a button, field, link, option name, or similar function requiring an action.
Italicized text indicates new terms, directory paths, or references to external documents.
Text in this font indicates code.
Notes and cautions
Icons used throughout this document identify additional details or special conditions.
Note
Provides additional information or describes special circumstances.
Caution
Warns of user actions that may cause system failure or irreversible conditions.
Stop
Describes actions that you should only perform under the supervision of Enghouse Customer Support.
Contact information To submit comments or questions about the content in this document, please open a case in Support.
Arc Pro Release Notes - AP-RN-630 8
1: New features
Security updates
Upgrade to .NET framework 4.6.1.
Using FIPS-compliant Open SSL for all SSL based communication.
Key based encryption for all passwords.
Benefit: Further enhancement of the security compliance of the Arc Pro solution in line with current industry trends and expectations.
BLF enhancements
Ability to switch between Line Based and Resource Based device monitoring (system-wide setting).
Users with multiple devices for example, Jabber, Extension Mobility and others) have the ability to find BLF based on the device registered in CUCM.
Benefit: This resolves a long standing lack of flexibility in the product that relates to the
differing ways customers use the software. The enhancement resolves this issue and provides greater flexibility in supporting the increasing number of users on new collaborative clients such as Jabber.
Ability to turn BLF on/off per user basis
Ability to turn BLF on/off per user in the internal directory.
Useful for third-party integrations where the operator can transfer a call to third-party CTI devices.
Benefit: Privacy in line with highly topical industry events.
New Presence Engine
Single Consolidated Presence Engine to support IM&P, WebEx and Skype for Business.
Customers can configure multiple instances of presence source for a single user.
Benefit: Flexibility to support multiple varying industry, vertical and customer use cases.
1: New features
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Data retention on reporting data Ability to configure the Data retention period after which old data will automatically be purged.
Benefit: Security, system management and privacy.
Credential policy New Credential policy to provide security standard credentials features, for example Account
Lockout, Password Complexity, Password lifetime, Reset password at next logon.
Benefit: Further enhances the system’s credibility with regards to the need to support escalating levels of security and privacy driven by industry and broader market expectations.
Syslog integration Arc Pro server components can send syslog info to any RFC3164 and RFC5424-compliant syslog server. Ability to push SQL syslogs (only available for on box SQL) is also part of this.
Benefit: Adds much needed support for management and monitoring of the Arc Pro system for larger organisations that use system monitoring tools as part of a broader unified
communications network. This allows Arc Pro to fit into a company’s system monitoring technology strategy and reduces the cost of ownership of Arc Pro for partners and customers alike.
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2: Limitations
The following features are capable of support for only one Cisco UCM cluster in this version:
Lync Presence: only one connection is supported.
Cisco Unified Presence: only one connection is supported.
QMS (Callrex) and Verint call recording: only one call recording server can be connected to the Arc Pro server.
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3: Permanently removed
These items were permanently removed from version 6.3.0 of Arc Pro software in 2018:
Static Busy Lamp Monitoring: the only method of monitoring busy lamp will be via Arc's dynamic BLF engine (using Cisco's TAPI Super-provider and AXL technologies).
The classic attendant console 'single line' directory view has been replaced by the new dual line, richer directory view.
Support for CUCM 6.x to 10.5(1) has been removed. Support will be available for CUCM 10.5(2) up to 12.0(1).
32-bit support for Server Operating system has been removed.
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4: Supportability and interoperability
updates
Microsoft 64 bit Windows Server 2012 R1, R2, 2016
Microsoft SQL 2012, 2014 and 2016
Skype for Business 2015, 2016
69xx (dual line), 78xx, 79xx, 89xx, 99xx, DX series phones & IP Communicator
64-bit TSP support: *TSP driver (Arc's Computer Telephony driver) will run in native 64-bit mode. 64-bit SQL supported. Some server apps will run in WOW64 mode including the CT Server and Admin applications.
G.729 codec support (in addition to G.711). G729 licenses must be purchased by the partner/customer and are not the responsibility of Arc Pro/Enghouse Interactive.
Cisco UCM:
Supported versions 10.5(2) – 12.0(1)
IVT pass 10.5(1) March 2014
VMware ESXi 5.x and 6.x compatibility:
vMotion is supported when running in maintenance mode only.
"Maintenance mode only" - VMware vMotion by definition operates on live VMs, but the VM running Arc must be “live but quiescent”, meaning it is in a maintenance window, not in production and not processing live traffic. This is because during the vMotion cutover, the system is paused, which for Arc Pro server creates service interruption which degrade voice quality after the migration for calls in progress.
Citrix XenApp server and client support:
Xen Desktop support
o Static delivery
o Random delivery
Xen App
o Local delivery
o Via Microsoft App-V
JAWS screen reader version 17 and 18 on Windows 10.
Note
If running App-V on Windows 2016, customers would require to have the October update of 7.15 and KB4034661 from Microsoft. For more details, see the following article: https://support.citrix.com/article/CTX225819.
Customers using CUCM 11.5(1) will hit issue CSCva87971 when configured devices are within a specific partition. To resolve this issue, customers need to request a hot Cisco TSP fix from Cisco TAC against the above-mentioned CDET, or upgrade CUCM to 11.5(1.13032-4) or above.
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5: Useful links
Guidelines for deploying on Cisco UCS servers:
http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Sizing_Guidelines
Arc Pro Compatibility and Performance Guide and Arc Pro Design Guide for Arc Pro 6.3:
http://enghouseinteractive.co.uk/console-cisco-enterprise-edition-technical-documentation
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6: Upgrades
The following upgrade paths are available:
During software upgrades:
If running version 6.2.0 while upgrading the software, an option to perform an automatic
upgrade of the database schema is given.
Post software upgrades:
For all other versions, the existing upgrade path of manually upgrading through different database schema versions is still available. This version requires you to upgrade to 6.2.0 before the final upgrade step to 6.3.
Arc Pro Release Notes - AP-RN-630 15
7: Localization support
Arc Pro version 6.3 supports Arabic (Saudi Arabia), Catalan, Chinese (Hong Kong SAR), Chinese (Simplified), Chinese (Traditional), Danish, Dutch, English, Finnish, French, German, Hebrew, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish and Turkish.
Refer to the Arc Pro Design Guide for further information regarding Operating System Locale, which will have an impact on the deployment of the software in locations where languages other than English are used.
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8: Build table
The following table outlines the product components and the respective file and version numbers. The products in bold signify a version increase since the previous release.
Product name File name Version
Administrator ICDConfig.exe 6.3.0.950
Server CTSS.exe
CTSSMGR.exe
CallRex.dll
6.3.1751
6.2.0.1532
6.3.0.3118
CT Driver ASTAPI2x.dll 6.3.0.539
LDAP Server ArcLDAPServer.exe
ArcLDAPManager.exe
6.3.0.532
6.3.0.532
CTI server CTI Server.exe
CTI Server Manager.exe
AsCUCMAXL.dll
6.3.0.1450
6.3.0.135
6.3.0.3146
Presence Server Presence Server.exe
Presence Server Manager.exe
XMPPConnector.dll
UCMAConnector.dll
6.3.0.526
6.3.0.054
6.3.0.229
6.3.0.3090
Server Installer 6.3.0.275
DB Upgrade Tool TransferData.exe 1.0.0.86
DB component 6.3.0.3114
DB Wizard 6.3.0.323
Provisioning Wizard 6.3.0.310
Database Script ICD Files 466
Phonetics MetaphoneCOM.dll
XPMetaphone.dll
StemmingLib.dll
1.0.0.0
1.0.0.3139
1.0.0.3133
Voice Server vsrs.exe
vsrsmgr.exe
6.3.0.229
6.3.0.229
Arc Pro Console Operator
Operator.exe
Redemption.dll
ASPLCS.dll
6.3.0.4071
5.10.0.4312
6.2.0.2575
Arc Pro Agent Arcagent.exe 6.3.0.336
8: Build table
Arc Pro Release Notes - AP-RN-630 17
Product name File name Version
Arc Pro Supervisor Suprvise.exe 6.3.0.678
Arc Pro Supervisor Reports
6.3.0.109
Arc Pro Wallboard WallBrd.exe 6.3.0.208
Accessibility Scripts 116
AACM Component 1646
Arc Pro Release Notes - AP-RN-630 18
9: Resolved issues
The following table outlines fixes that have been resolved since the 6.2 release. This includes issues that have arisen during internal review as well as generic fixes that have been reported via testing and customer support calls.
Arc Pro Component
Arc ref Customer ref Issue description
Arc Pro Administrator
ARC-3462 N/A
Arc Administrator - License register feature is not working correctly
ARC-3034 RQST250161
Voice sessions queues duplicates when amended via Admin
ARC-3005 N/A Changes in dial plan behavior
ARC-2896 N/A Arc Admin Contacts Import doesn't validate Info field
ARC-2891 RQST236454
New Directory group assigned to users do not get updated.
ARC-2873 N/A Database update fails for "Remote Call Parking"
ARC-2869 RQST245209
Voice Connect and Console Connect Location Accepting Characters
ARC-2817 RQST233703
Unable to view and edit Operator Queues from Arc Connect Administration
ARC-2798 RQST243140 CLONE - Console users lost Queue assignments
ARC-2757 N/A IVR script position changes when a change is made
Arc Agent ARC-3354 N/A OPR - user preferences error
Log Collector ARC-3440 RQST281476 Arc log collecting feature doesn’t run
AXL Component
ARC-2900 RQST236156
Application user password visible in the CTI server log
Attendant Console
ARC-3697 RQST303199 Park Device Filtering Not Working
ARC-3695 N/A
Console Application is not showing the Console Queues on switching to Subscriber Server.
ARC-3684 RQST285263 F2 alternate number setting is not retaining resizing
ARC-3678 RQST306555 Customizing console setting from 6.1.x into 6.2
ARC-3605 RQST296204 Directory Pane cannot be resized
ARC-3604 RQST298138 JAWS - Unable to select Company Field
ARC-3600 RQST296517
Login window doesn't adjust the size for a large and XL font user since upgrade to 6.2
ARC-3597 RQST296301 Unable to expand panes in Operator's console
ARC-3594 RQST296521
Large and XL font causes sizing issue of the operator's screen
ARC-3590 RQST285263
Console preference settings not saved after Console logout.
9: Resolved issues
Arc Pro Release Notes - AP-RN-630 19
Arc Pro Component
Arc ref Customer ref Issue description
ARC-3437 N/A
Arc console 6.2.0.3685 log collecting feature doesn’t run
ARC-3355 N/A User preferences error
ARC-3333 RQST276440 Console BLF status when phone is logged in or out
ARC-3009 N/A Operator console freezing
ARC-2997 RQST252800 New key press for Blind Transfer
ARC-2952 RQST243685
Operator OCS Instant Message not working when set to 'Remote' server
ARC-2916 N/A
Secondary Sort by Number fails to appropriately organize contacts
ARC-2897 RQST225386 Calendar status delay up to 1min
ARC-2885 RQST245908 CT Error when Operator Transfers a Call
ARC-2870 RQST243337
PDGs often fail to load on initial login attempt, requiring subsequent logout/login cycle
ARC-2834 RQST224121 Console Operator Freezes During Directory Search
ARC-2762 RQST236295 Console screen issue (reverse text)
ARC-2685 N/A Console delay of several minutes when launched
CT Driver ARC-2904 N/A Calls are routing to previously used destinations
CT Server ARC-3709 RQST252654 Route Points not registering on the Subscriber
ARC-3660 RQST278466 Dead Air when trying to pick up Parked call
ARC-3444 N/A
Arc CT Server manager is not displaying the complete message on stopping of CT Server
ARC-3405 RQST268067 PUB CT server lost DB connection
ARC-3326 N/A CT server not started Operators could not log on
ARC-3281 N/A
SUB Resilience Status Unknown when Sub is restarted with the Pub off line
ARC-3202 N/A
Supervisor client still hangs when adding SMS request items to a SMS request from a workstation
ARC-3017 RQST248896 Operator can't connect
ARC-3007 RQST259477 Arc and CUCM SSLv3
ARC-3001 N/A Changes in dial plan behavior (CT Server)
ARC-2986 RQST233235 Delays in resilience
ARC-2940 RQST252974
Arc connect CT server service stops after stopping the server and closing the GUI
ARC-2876 RQST226158
Wallboard statistics is updating at 23:00 hrs as opposed to 00:00
ARC-2875 RQST209048 CLONE - Arc Primary Server loss of function
ARC-2458
N/A
Request for ICDCTR_ENVIRONMENTPROPERTY
settings of type 'CMA' returning incorrect records
CTI Server ARC-3458
RQST289837
Arc CTI server initialize traces logged " IdentifyServerResMode:FAILURE; System.ArgumentOutOfRangeException" on restart
9: Resolved issues
Arc Pro Release Notes - AP-RN-630 20
Arc Pro Component
Arc ref Customer ref Issue description
ARC-3420 RQST276440
Arc BLF not showing correct status when phone is logged in or out
ARC-2974 RQST206652 External calls not playing voice message
Database Component
ARC-3752 N/A DB cannot be connected error
ARC-2881 RQST216202
Admin log displays password in clear text when installing Replication
Licensing ARC-3455 RQST286580 Secondary server stuck with evaluation license
LDAP Server ARC-3700 N/A LDAP not Syncing with CUCM
ARC-3418 N/A ARC 6.2 LDAP GUI showing Not Connected
ARC-3293 RQST275634 Too many AXL requests from LDAP
Provisioning Wizard
ARC-3701 RQST317736
Arc 6.2 Subscriber replication pop up message during over the top upgrade.
ARC-3170 N/A Provisioning Wizard error while upgrade
Supervisor ARC-3734 RQST324134 Arc Pro Supervisor RT01 feature not displaying data
ARC-3628 N/A Devices cannot connect to Supervisor
ARC-3441 RQST281476 Sup - Log collecting feature doesn’t run
ARC-3429 RQST276668 Supervisor not updating and slow response
ARC-3261 RQST254260 Duplicate entries in Supervisor but not in Admin
ARC-3200 N/A
Supervisor does not respect community element restrictions when populated pull down lists
ARC-3003 N/A Changes in dial plan behavior (Supervisor)
ARC-2962 N/A
Unable to record new voice phrase. Error when using Supervisor
ARC-2954 N/A Failed to apply template error message
ARC-2888 RQST229531 Existing call filters not updating in Supervisor
ARC-2887 RQST205474 Operator template for Contact sidebar not working.
ARC-2879 N/A
Cannot see break hour dates in Supervisor but can in Admin tool
ARC-2871 RQST247411
Unable to run Supervisor reports due to date format on SQL Server
ARC-2862
RQST243495
Queue names display in ‘Manage break hours’ is not in alphabetical order, but in order in which the queues were created.
Wallboard ARC-3439 RQST281476 Wallboard - Log collecting feature doesn’t run
Voice Server ARC-3239 N/A
Unable to save phrase/messages/voice session in voice connect on 6.1.1 in unknown circumstances.
ARC-2935 RQST245483
Arc calls via Voice server hears "humming" when on G729 codec settings
Arc Pro Release Notes - AP-RN-630 21
10: Open issues
The following table lists all of the open issues.
Arc Pro Component
Arc ref Customer ref Issue description
Attendant Console
ARC-3748 RQST328476 SMS options are enabled in Console even if they are unticked from "Features Available" section
ARC-3746 RQST328476 Screen refresh in Operator during Call History resize.
Database ARC-1161 N/A Cannot install Arc resilience on Publisher due to timeout error on a huge database
